Telephony Architect – San Antonio, TX – Hulu

Job Description

Hulu’s Viewer Experience (VX or Customer Support) team is seeking a Telephony Architect who will be an outstanding addition to our Workforce Optimization and Capacity Planning team. This role will focus on delivering state of the art innovative multi-channel routing for our Customer Experience team, partnering across the enterprise to ensure viewer needs are met efficiently.

You will be working with multiple teams to deliver channel-based routing that includes roll over priorities, contingencies, and staffed queue checks. In addition, the job entails working closely with contact routing providers to ensure global standards are complying. This position also maintains KPI integrity and connectivity set up to WFM and reporting tools.

If you are someone who thrives on innovating best in class solutions to derive business outcomes and is equally motivated to identify improvements in processes and partner across multiple arenas of the contact center, then this is an excellent role for you!
Hulu’s Viewer Experience (VX or Customer Support) team is seeking a Telephony Architect who will be an outstanding addition to our Workforce Optimization and Capacity Planning team. This role will focus on delivering state of the art innovative multi-channel routing for our Customer Experience team, partnering across the enterprise to ensure viewer needs are met efficiently.

You will be working with multiple teams to deliver channel-based routing that includes roll over priorities, contingencies, and staffed queue checks. In addition, the job entails working closely with contact routing providers to ensure global standards are complying. This position also maintains KPI integrity and connectivity set up to WFM and reporting tools.

If you are someone who thrives on innovating best in class solutions to derive business outcomes and is equally motivated to identify improvements in processes and partner across multiple arenas of the contact center, then this is an excellent role for you!

Responsibilities

• Advanced routing and IVR design
• Maintain accurate and complete contact flow documentation
• Be the POC for system upgrades relating to contact flow
• Ensure multiple tool accuracy and continuity across platforms
• Formulate ad-hoc report request intake and prioritize based on analysis of customer impact
• Work to ensure emerging global markets are ported and in compliance
• Partner to ensure correct KPI set up and inter-tool communication
• Strategize to efficiently deliver for the future
• Maintain routing hours of operation

Basic Qualifications

• 5+ years of experience in IVR design
• 3+ years working in customer-facing multi-channel global operational environment
• Experience with rapid change, emerging markets, and global telephony standards
• Telephony tool experience (Nice, Avaya, Aspect, Cisco etc.)
• Ability to collaborate across the organization, specifically collaborating with Marketing, PMO, Contact Analytics and Operations to incorporate needs into results
• Understanding of multiple tool platforms
• Bachelor’s degree or equivalent experience (focus on mathematical skills)
• Ability to investigate, conduct root cause analysis and nimbly adapt to change
• Experience exercising strong oral, written, listening and interpersonal ability

Preferred Qualifications

• Salesforce and Service Now experience
• WFM and reporting tool back-end experience
• Contact center agent experience
• Experience with Aspect, Payroll Systems and Tableau

Company Overview

Hulu is the leading premium streaming service offering live and on-demand TV and movies, with and without commercials, both in and outside the home. Operating at the intersection of entertainment and technology, Hulu has a unique opportunity to be the number one choice for TV. We captivate and connect viewers with the stories they love, and we’re looking for people who are passionate about redefining TV through innovation, unconventional thinking, and embracing fun. Join us and see what Hulugan life is all about.

Additional Information

Just like the best ensemble casts of our favorite shows, Hulu embraces diversity and is an inclusive environment. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, genetic information, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, in accordance with applicable federal, state, and local law. Hulu is committed to providing reasonable accommodations to applicants if needed during the interview process. We are proud to be an Equal Opportunity Employer.